Exams Assistant

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.

Job Title: Planning and Resourcing Exams Assistant (Kazakhstan)

Company: British Council

Location: Almaty, Kazakhstan

Contract type and duration: Indefinite local labour contract

The gross monthly salary for this post is KZT 356,500

Closing date for applications: 22 September 2024 (23:59 Almaty time). Please note that only shortlisted candidates will be contacted.

Role Purpose:

The purpose of this role is to enhance the quality of customer service, delivery, administration and security procedures associated with IELTS, Educational and Professional, and Aptis examinations. To support the department in meeting all standards as described in the line with exam standards and the British Council Quality and Compliance Assessment System. 
The role will support the Planning exams operations by active involvement in test planning tasks, PSN procedures, Examiners and Venue Staff management and test venues and resourcing (directly and through customer services in accordance with compliance standards, maximising agility and ensuring contingency for operations). 

Main opportunities/challenges for this role:

•    This role is key to ensuring delivery of exams operations at test centre level in Nur-Sultan and relevant locations, working with new systems and processes, as well as ensuring that new ways of working are taken up and adhered to.
•    Acting in unforeseen situations to solve problems to ensure Test Day is successfully executed
•    Driving right behaviours in the venue team towards greater awareness related to maintaining confidentiality of sensitive exam related materials  

•    Implement improvement actions in the distribution and logistics of handling confidential materials Advise operational teams on best options to resolve exam delivery-related operational issues 
•    Championing a high customer service culture
•    This role will require regular domestic travelling, possibly on short notice.

Main Accountabilities:

Product Service Delivery 

•    Supports Planning and Resourcing Coordinator in planning and optimising available physical and operational resources given demand.
•    Accountable for planning functions (preliminary, regularly and at short notice) in line with exams and compliancy standards.
•    Arranges and procures exam venues and logistics in accordance with British Council Exams standards. 
•    Plans and allocates Venue Staff.
•    Plans and allocates Examiners, prepare Speaking Schedules.
•    Responding to demand in case of additional capacity required. 
•    Arrangement of efficient speaking schedule with CS support, information management of Video-Call Speaking Global Hub team
•    Supports planning for Test Day resources ordering, quality, distribution and management (e.g. process guides, stationery, branding/signage/ technical equipment – speaking test/hand scanners)
•    Provides timely escalation of issues, enabling the adaptation of work plans where necessary.

Customer support 

•    Receives and responds to enquiries from/to customers and may be a specific point of reference on queries relating to an area of nominated expertise or responsibility.  Identifies where more complex issues require resolution by others and refers them on accordingly 
•    Recognises and understands the impact of incidents arising (e.g. complaints, resourcing problems, logistical or technical difficulties) and proactively alerts the team leader to any issues of concern that are likely to impact service/project/task delivery or customer experience. 
 

Relationship & stakeholder management 

•    Develops good working relationships and engagement with Examiners, Venue Staff and appropriate colleagues throughout the BC to facilitate effective and efficient service delivery.
•    Supports Line Manager in managing escalated issues in country from Examiners and Venues, supported by Operations Manager / Cluster team when required.  
 

Risk & compliance

•    Ensures adherence to Quality and Compliance Assurance and IELTS standards and management as set forth.
•    Provides support and reporting for audits and performance reviews.
•    Undertakes contingency and risk management on the ground, liaises with Customer Service, Examiners or Venue Staff to ensure alignment on communications. 
•    Follows agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times.
 

Analysis & reporting 

•    Uses standard procedures and templates, regularly records, analyses and reports on operational activity such as venue staff performance to support senior managers in making timely and effective business decisions that respond to operational needs.

Role Requirements:

Essential

• Fluent written and spoken Kazakh and/or Russian and English
• Relevant university degree or equivalent experience
• Experience in communication with different stakeholders
• Experience in identifying and minimising risk 
• Experience in a busy operational environment delivering high levels of customer service
• Right to work in Kazakhstan
• Ability to ensure compliance, risk and security standards are monitored and maintained
• Experience managing small teams or demonstrating management potential

Desirable

• Experience managing risk
• Experience in delivering exams, planning/scheduling

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment.  We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability.  All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.